Security troubleshooting
I cannot download a certificate
If you changed the connection type that your BlackBerry® device uses to connect to the LDAP certificate server, try switching to the default
connection type.
I cannot unlock my device using my smart card
Try performing the following actions:
• Verify that the correct smart card is inserted in the smart card reader.
• Verify that the smart card is inserted in the smart card reader correctly.
• Verify that you typed the smart card password correctly. You should have received this password when you received your smart
card.
• If you use a certificate to authenticate your smart card, verify that the certificate is not revoked or expired.
My device prompts me to make an emergency call when I type a password
If your BlackBerry® device password contains a combination of letters that corresponds to an emergency access number, your device
might prompt you to make an emergency call when you type your device password.
To continue typing your device password, press the Escape key.
Diagnostic reports
About diagnostic reports
Diagnostic reports provide wireless configuration and connection information for your BlackBerry® device. If you cannot connect to the
wireless network or access services such as email messaging, your wireless service provider or administrator might ask you to run and
submit a diagnostic report. Your wireless service provider or administrator can use the report to help you troubleshoot the problem.
Run a diagnostic report
1. In the device options, click Mobile Network.
2. Press the Menu key.
3. Click Diagnostics Test.
4. Press the Menu key.
5. Click Run.
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